Sales Operations Analyst - Contact Center

Job Posting :

For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve.

As the nation’s top walk in tub / shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched.

We call it the Safe Step Difference.

If you’re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice.

We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada.

Every day, we do our best, to give our best, to those deserving of the same.

Safe Step is seeking a dedicated, unique and dynamic individual to lead our IT strategy in a rapidly changing and evolving aging-in-place industry.

This person will lead and contribute to the high level strategic plan

This role is approved to be either Remote within the United States or Hybrid in Huntington Beach, CA , Nashville, TN , and Eden Prairie, Minnesota , in accordance with company policy.

Responsibilities :

• Leads all aspects of maintenance and operation of the CRM under the mentorship of the North American Contact Center Manager through implementation, troubleshooting, in a wide array of configurations both remotely and on-site.
• Implements campaigns, dialing strategies, IVR scripts, and workflow rules consistent with the corporate objectives.
• Articulate the value of 3rd party software through presentations, demonstrations and open discussions with team members while providing associate support in a timely manner.
• Develops and maintains high level dashboards in Power B.I. used by the entire management team in day to day operations
• Leads the synchronization of the CRM, and the marketing reporting system
• Own the consolidation of four individual iterations of our CRM into one uniform platform for all users in two countries.
• Ensures successful delivery of solutions based on customer needs and objectives.
• Collaborates with our digital marketing partners to develop successful strategies to convert their leads, and use technology platforms for reporting and visibility.
• Leading our key accounts with software vendors
• Leads ongoing evaluation of our digital strategies and lead-converting methods, adjusting with market conditions as needed to ensure success

Qualifications :

• 3 5 years' experience in technology development is preferred
• Must be well organized and have excellent time-management skills
• Strong written and verbal communication skills across all levels of the organization
• Ability to lead and encourage associates
• Proficient in Microsoft Office 365 Suite (emphasis on Teams and Outlook)
• Familiarity with contact center technologies, customer relationship management (CRM) systems Five9, CRM, PowerBi, Omni Channel Communications, Software Vendors : Podium, HIYA, MapBusinessOnline, Blazeo, LiveAdmins, Sales Force, What Converts, etc.
• Flexibility and adaptability, as this position often requires multi-tasking
• Self-motivated / results oriente d

Safe Step Walk-In Tub Company is dedicated to providing meaningful benefits programs and products to our associates and their families geared toward benefits, wellness, financial protection, and retirement savings.

We offer a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

Pay Range :

$4,799.70 - $8,960.60

This role is Bonus or Incentive Plan eligible.